Handshake

Contractor, Support Specialist

Handshake

contract

Posted on:

Origin:  • 🇺🇸 United States • Arizona, California, Colorado, District of Columbia, Florida, Idaho, Illinois

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Salary

💰 $25 per hour

Job Level

Mid-LevelSenior

About the role

  • Remote contract role to support Handshake users (employers, students, career services)
  • 6-month contract with potential extension or conversion to permanent role
  • You will work closely with Support Team to unblock users and improve customer experience and operations
  • You will help share trends and learnings with the team
  • You’ll improve Handshake user experience and mission to democratize opportunity
  • Location-based requirements: must be in listed US states if working from home
  • Requirements: technical aptitude; resilience; teamwork; communication; ownership; growth mindset; diversity and inclusion; coverage
  • Bonus areas: Zendesk experience; IT/data/CS courses; EdTech experience; enterprise SaaS support experience; cross-functional collaboration

Requirements

  • Location: Remote (US only) with listed states (AZ, DC, CA, CO, FL, GA, ID, IL, IN, MA, MD, ME, MI, MN, NC, NM, NV, NJ, NY, OR, PA, SD, TN, TX, VA, WA, WI)
  • Hours: Monday through Friday, 8am - 5pm in your time zone (ET preferred)
  • 40 hours per week; email and phone support for Handshake customers
  • 90%: resolving questions, bugs, feedback, and general inquiries; daily ticket volume ~20-30 email tickets; ~10 phone calls (4-hour shift)
  • 5%: attending team meetings; 5%: completing administrative tasks
  • Email/phone tickets involve highly technical troubleshooting, reporting, and tailored responses
  • Use internal tools to find quality answers; maintain high response/resolution times
  • Be a support specialist and experienced consultant for Handshake users
  • Collaborate with Customer Support, Customer Success, Product, and Engineering